Remote Client Support Analyst I

LayerCake Technologies; Detroit (MI); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

401K Retirement with matching

Excellent medical, vision, and dental

Life insurance

Unlimited PTO

Job summary

LayerCake Technologies seeks a Dedicated Support Analyst I to deliver day-to-day technical support as an embedded resource for a specific client group. You will resolve routine issues, maintain trust with end users, and act as a direct representative of LayerCake within the client environment.

Responsibilities include ticket resolution, client communication, time-entry discipline, and participation in on-call rotations.

Qualifications

• 0–1 years of experience in IT support, help desk, or technical customer service.
• Basic understanding of Windows and macOS operating systems, cloud productivity platforms, and business applications.
• Strong written and verbal communication skills.
• Professional demeanor in client interactions.
• Willingness to learn and adapt to client-specific environments.
• CompTIA A+ or equivalent certification.
• Experience with ticketing or PSA platforms.
• Familiarity with RMM tools and remote support utilities.
• Experience in an MSP or managed services environment.
• Prior experience in a client-embedded or onsite support role.
• Familiarity with CJIS Security Awareness and CMMC compliance.

Responsibilities

• Resolve assigned service tickets using runbooks, knowledge base articles, and client-specific documentation.
• Handle common Level 1 issues, including password resets, account management, workstation troubleshooting, printer support, and standard application support.
• Escalate issues beyond current capability with clear documentation and context.
• Build rapport with client end users and IT stakeholders.
• Provide clear, proactive updates throughout the ticket lifecycle.
• Maintain accurate time entries for all tickets.
• Follow ticket handling standards and client-specific procedures.
• Adhere to assigned schedules and ensure availability during coverage windows.
• Participate in on-call rotation as scheduled.
• Uphold LayerCake’s core values in all interactions with clients and internal teams.

Skills

Windows

macOS

Cloud platforms

Business apps

Communication

Willingness to learn

Education

CompTIA A+

Tools

Ticketing platforms

PSA platforms

RMM tools

Remote support tools

Job description

LayerCake Technologies seeks a Dedicated Support Analyst I to deliver day-to-day technical support as an embedded resource for a specific client group. You will resolve routine issues, maintain trust with end users, and act as a direct representative of LayerCake within the client environment.

Responsibilities include ticket resolution, client communication, time-entry discipline, and participation in on-call rotations.